My boiler broke down and we had no hot water or central heating, in the very cold weather out. So I called Aspect Maintenance as they were the only Company who were available to come out at short notice. They came out the next day (Saturday) and the engineer diagnosed the fault as a faulty gas valve.
He said he needed to order the part and the office would be in touch to arrange a return visit. I expected a call fairly quickly as it was obviously urgent due to it being very cold.
I didn't receive a call on Monday morning so phoned Aspect. They said I should receive a quote by email. I asked how quickly they thought the work could be completed and the guy on the phone said probably within 24 hours..I then received the quote and then replied saying I accepted it. I then called them to try to rearrange an appointment, but they said someone from accounts had to call me back. He said it would be either that day or latest the next morning (Tuesday).
On Tuesday morning no call was forthcoming. So I called back and asked why it was so difficult, but was told I needed to talk to "Cassie" so I asked to hold. I held for 30 minutes then they hung up the phone. Whilst I was on hold I was subjected to a long voicemail message proclaiming how Aspect has won a whole host of customer service awards!!! How ironic given the appalling lack of customer service. I wonder if these awards are awarded by Aspect themselves. So I called back insisting I wanted to make an appointment. They made me one for the next day (Wed), dependent on the part being in stock. They then called the next day to say the appointment was cancelled as the part wasn't in stock. I don't believe any attempt had been made to get this part until Wed morning and there was a complete lack of urgency throughout.
Finally we got an appointment on Thursday morning and were assured the part had come in. The engineer arrived and soon realised the wrong part had been ordered. What a complete farce. He then said he would go back to the suppliers and see if they had the correct part. He said the office would contact me to book another appointment. At this stage I was fuming as had now been without hot water and heating for nearly a week. You would have thought, given that it was their mistake, that they would have been apologetic and attempted to get this resolved as quickly ass possible. But as per usual there was no urgency. I called back on 2 occasions that afternoon having heard nothing and was assured I would be called back that night. No phone call was forthcoming. At this point I finally gave up on these clowns and manged to gte British gas in this time. My advice is, don't go near them, they ahve no idea about providing a competent service and their ciommunication and customer service is the worst I ahve everexperienced!
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